Continuous Improvement Senior Analyst

The candidate is expected to Improve, Change and Transform existing Business Operations by:
•    Performing a detailed study/ assessment of Business Operations End to End (Client, Vendor, People, Process, Technology) and determine areas for change and improvement.
•    Developing Business Cases that are approved by the Business sponsor that will include:
1.    actions/ solutions required to change and improve the Business Operations
2.    linking actions/ solutions to very specific $ savings and C-Sat improvement metrics
•    Developing a roadmap and plan to deliver change and improvement as per the Business Plan.
•    Developing solutions to implement change and improvement within the Business Operations.
•    Developing reporting to track the impact ($ Savings) of the change and transformation.
•    Working closely with the Business Operations Leaders to embed Operational Excellence (frameworks, tools, practices, etc.) across the business to help Improve Service Delivery, Reduce Cost and Improve Capability.

Key Deliverables
•    Develop Product/ Work/ Client Segmentation and Target Operating Model to help improve service delivery (Quality, TAT, Risk, C-Sat) to the client and minimize over/ underservicing
•    Map the Service Delivery Operation – End to End and identify opportunities to improve flow (remove bottlenecks) in Service Delivery to the client and eliminate internal Operational waste
•    Minimize process complexity and variation, Standardize Operational activities
•    Assess existing Operational processes to determine ‘% automation potential’, recommend very specific changes to the existing Operational activities to help increase ‘automation readiness’  
•    Determine Operational Capacity requirements (highlight mismatches). Recommend solutions to improve Productivity and Utilization that will help deliver ‘efficiencies’
•    Ensure the WTW Op-Ex methodology, tools, and thinking are embedded into the operation and applied accurately and consistently 
•    Publish learnings post each initiative to enrich the Op-Ex intellectual capital in the organisation
•    Identify implementation risks and barriers to adoption and develop risk mitigation strategies to optimise the success of Op-Ex deployments
•    Setup Quality and Knowledge Management frameworks to support Operational sustainability

The Requirements
•    Degree from premier institutes
•    Certifications in Lean, Six Sigma, Agile, Systems Thinking, Design Thinking, PMP
•    Business Management Degree from premier institutes preferred

Knowledge/ Skills/ Experience:
•    Minimum 15+ years work experience as a Business Change, Transformation and Operational Excellence consultant with organizations in Insurance and Insurance Broking, Human Capital Benefits, Banking, Financial Services, Ecommerce
•    Completed large organization wide Change and Transformation programs and delivered benefits of minimum $2M+ in the calendar year. The candidate will be expected to speak to the specific actions/ solutions that they developed/ delivered that resulted in $2M+ in the calendar year.
•    Excellent Communication (written and verbal) and Presentation skills
•    Solid Program and Project management skills
•    Working knowledge of Robotics Process Automation tools
•    Solid Client Relationship Management and Stakeholder Management skills

WTW is an Equal Opportunity Employer